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Worksheets2 nd week end test
Total questions: 19
Worksheet time: 12mins
What is the correct way of standard greeting ?
Good Morning Thanks for calling ABC hotel Su speaking. How may I assist for you?
Good morning ABC Hotel thanks for calling Su speaking How do you want?
Good morning ABC hotel What can I do for you, Su speaking?
Good morning Su speaking ABC hotel what do you want from us.
What is the sequence of Phase of professional call?
Phase 1- Opening the call (Greeting & Introduction)
Phase 2- Building Rapport & Identifying Need (Question)
Phase 3 –Collecting/ Verifying of Information
Phase 4 – Provide Solutions, Alternatives or Information
Phase 5- Close the call (Summarize)
Phase 1- Opening the call (Greeting & Introduction)
Phase 2 – Provide Solutions, Alternatives or Information
Phase 3- Building Rapport & Identifying Need (Question)
Phase 4- Close the call (Summarize)
Phase 2- Building Rapport & Identifying Need
Phase 1- Opening the call (Greeting & Introduction)
Phase 3 Building Rapport & Identifying Need (Question)
Phase 2 –Collecting/ Verifying of Information
Phase 5– Provide Solutions, Alternatives or Information
Phase 4- Close the call (Summarize)
Phase 2 Opening the call (Greeting & Introduction)
Phase 3- Building Rapport & Identifying Need (Question)
Phase 1–Collecting/ Verifying of Information
Phase 5 – Provide Solutions, Alternatives or Information
Phase 4- Close the call (Summarize)
Definition of complaints is meaning (a) .
Q.
ယခုပြထားသောပုံတွင် ပျောက် နေသော စာသားမှာ __________ ဖြစ်ပါသည်။
Create long turn Loyalty
Create Long Tun Loyalty
Create Long term Loyalty
Create Long Tuurm Guest
Additional services and benefit is call (a) .
Service profit chain တွင်ပျောက်နေသောစာသားမှာ _____ ဖြစ်ပါသည်။
High Revenue
Higher sales
Higher income
Higher cash
•The customer reacts with a “wow” in return for the product/service ဆိုသည်မှာ (a) .
Today room available for selling is 101 rooms the receptionist was sell last night 56 rooms so the rest of rooms are call (a) .
What is buyer really buying and what is ______your product?
core benefit
core product
core material
core service
ဧည့်သည် များဟိုတယ်သို့ ဝင်လာသည့်အချိန်တွင် ပြုံးပြ နှုတ်ဆက်ခြင်း မှတ်ပုံတင်တောင်းခြင်း အချိုရည် များတချိန်ထဲမှာ တိုက်ကျွေးခြင်းကို _________ ဟိုခေါ်ပါသည်။
Simultaneity
Simultainenty
Simultanetity
Simultanrnty
ယခုဖေါ်ပြထားသော ပုံ ၏အဓိပ္ပါယ်မှာ ______ ဖြစ်ပါသည်။
Intangible
Untouchable
Service fruit
Complimentary
Labor cost is higher than capital cost is call____________.
Degree of Labor intensive
Degree of Labor customise
Degree of Capital intensive
Degree of interaction
Air line is one of the__________ category.
Service shop
Service factory
Mass service
Professional service
Banking is one of the ________ of service category.
Service factory
Mass service
Service shop
Professional service
What qualities are important to our customers မည်သည့်အရာများသည် မိမိတို့ဧည့်သည်များအတွက် အရေးကြီးဆုံးသော အရာများဖြစ်သနည်း။
•Accuracy
•Friendliness
•Courtesy
•Honesty
•Timeliness
•Efficiency
Satisfactory
Succes
When the customer gets a little more than what
he/she expected, Good Service becomes______________.
Excellent Service
Nice service
Good service
The best service
--------- is when customer gets treatment
which is less than his/her expectations
Bad service
Normal service
Nice service
Excellent service
The guest feel insulted by rude or unprofessional staff member of the hotel is call________ complaint.
Staff attitude complaint
Normal complaint
Management complaint
Technical complaint
Labor cost is higher than capital cost means (a) .
